Customer Experience Manager
2 weeks ago
- Measure and evaluate customer behaviors and sentiments and develop and implement aroadmap of customer experience goals
- Solid experience and understanding of CRM practices and solutions.
- Strong analytical and computer literacy skills
Act as the internal lead/focus for the customer experience process and data ownership to driveengaging, efficient, and effective CX.
- Own the annual customer satisfaction survey process, measuring and tracking the impact of
- Develop and manage customer surveys,feedback programs, and other tools to collectcustomer insights (building on what we alreadyhave).
- Proactively identify and build business cases for new opportunities to enhance processes andimprove customer experience, loyalty, andadvocacy.
- Lead technology projects impacting customer experience, implementing CX technologysolutions and automation through the
- Collaborate closely with Data and Technology, Marketing, Research, and Operational teams tointegrate CX with business objectives.
As the UK's largest listed residential landlord, we are leading the way in the UK private rentedsector and build-to-rent sector.
Our buildings areserviced by our amazing Resident ServicesTeams, which come complete with additionalamenities including lounge, gym and coworking space – creating a vibrant community for our residents.
- 5m UK households renting, mostly from small private landlords, the UK rentalmarket landscape is changing, demand isincreasing, and the number of professional,large-scale build-to-rent landlords is rising,raising standards for renters and puttingGrainger front and centre in this growth market.
- We are changing the waypeople rent in the UK by providing high qualityhomes and great service, all at mid-marketprices. We are building homes where peoplewant to live, creating spaces residents enjoyand making a positive impact on localcommunities.
- We are also a leader in sustainability and ESG and a FTSE4Good business and havecommitted to the World Green BuildingCommitment. We are committed to supportingand increasing diversity throughout thebusiness and the wider industry and to makinga positive social impact locally, and weencourage our colleagues to support in theimplementation of our communityprogrammes.
- Grainger has an active colleague-led Diversity and Inclusion Network, which is open toeveryone, and provides a forum for raisingawareness and promoting inclusion andengagement across the whole business. Wealso work in partnership with our industry topromote diversity in the real estate sector,through initiatives including Real EstateBalance and the British Property Federation's Diversity and Inclusion Champions Network.
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